Customer Relationship Coordinator

Come join our family! Microbac Laboratories is an essential business offering competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flex-time, a wellness program, referral bonus, tuition reimbursement and more!

Whether you are just starting your career in science or looking to further it, Microbac will put you on the path of an exciting career with room to grow. Quality, safety, giving back to our communities, diversity and inclusion, customer success and employee wellbeing are part of our core culture. We are looking for motivated individuals to join our family as a Customer Relationship Coordinator.

ABOUT MICROBAC

Microbac serves our clients with the utmost expertise and respect for their market requirements, constraints and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined over 50 years of trusted, analytical and measurement experience.

Through our network of laboratories, offices, and field services, we have the flexibility to meet the unique requirements for each client, project and scope.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

JOB SUMMARY

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed. This is a Remote position with Part Time-evening hours: 8:00pm-12:00am.

MAJOR/ESSENTIAL FUNCTIONS

• Review and report analytical data with a high level of accuracy and attention to detail, ensuring compliance with industry standards, laboratory SOPs, and client specifications.
• Utilize Laboratory Information Management Systems (LIMS) such as ELEMENT or other relevant systems to input, track, review, and verify test data and reporting workflows.
• Ensure accurate and timely delivery of Certificates of Analysis (COAs), reviewing all analytical data and formatting prior to release to ensure completeness, accuracy, and alignment with client reporting requirements.
• Act as a key liaison between the laboratory and clients, communicating clearly and professionally to ensure client questions are answered, expectations are managed, and data/reporting issues are resolved efficiently.
• Interpret analytical data and technical findings and communicate results to clients in a manner that is both scientifically accurate and accessible to non-technical audiences when necessary.
• Conduct final quality control checks on test results and associated documentation before release to clients, including verification of chain of custody, test codes, and sample identifiers.
• Document and escalate out-of-specification (OOS) or atypical results appropriately, initiating technical or quality investigations in collaboration with laboratory staff when required.
• Proactively notify clients of any delays, anomalies, or concerns related to their sample testing and maintain all communications in the CRM system for traceability.
• Maintain clear and organized documentation, including client communications, report revisions, data approvals, and change requests, in accordance with laboratory protocols and client requirements.
• Handle multiple client accounts simultaneously, prioritizing tasks based on deadlines and importance, while maintaining a high level of service and data quality.

PREFERRED QUALIFICATIONS:

Job Requirements:

• Broad knowledge and proven experience in customer service
• Excellent written and verbal communication skills
• PC proficiency
• Basic problem-solving abilities
• General technical industry knowledge as evident by a basic understanding of concepts, terminology and instrumentation used
• General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred. Education and Experience:
• Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred
• Prior customer service experience required
• Prior commercial laboratory experience preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

Working Conditions:

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel less than 20%

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.

OTHER:

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer - We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.